We welcome feedback from our service users, supporters and customers – when you think we’ve done well and when we should have done better. All feedback gives us an opportunity to continuously improve.
How to give a compliment or comment
We welcome compliments and other comments, recognising the importance of celebrating and recognising what we do well.
To send compliments or comments you can fill out the form on our website, email us at or write to us at:
Chief Executive, St Richard’s Hospice, Wildwood Drive, Worcester, WR5 2QT.
Compliments will be shared with St Richard’s colleagues to highlight good practice.
How to make a complaint
We take feedback really seriously here at St Richard’s and want our service users’, supporters’ and customers’ experiences to reflect the values that we hold dear as an organisation.
Our complaints procedure has the following goals:
- To manage complaints fairly, efficiently and effectively;
- To ensure all complaints are handled in a consistent manner throughout;
- To increase patient, supporter and customer satisfaction;
- To use complaints constructively in the planning and improvement of all our services, fundraising campaigns and retail activities.
What is a complaint?
A complaint could be a criticism that expects a reply and requires action or changes to be made. It can also be an expression of dissatisfaction with any aspect of St Richard’s Hospice services, fundraising or retail activities.
How to complain
We will address any complaint as soon as possible.
You can fill out the form on our website, email us at or write to us at:
Chief Executive, St Richard’s Hospice, Wildwood Drive, Worcester, WR5 2QT.
What will we do on receiving your complaint?
We will listen to and record your complaint, before advising you how it will be handled.
We will investigate.
We will take action to resolve the issue and tell you what the action is.
We will take steps to avoid a repeat occurrence.
At all times, we will treat you with understanding and respect.
Confidential information in relation to your complaint will be handled sensitively.
We are unable to respond to anonymous complaints or matters for which the hospice is not directly responsible.
How long will it take to respond?
You will receive acknowledgement of your complaint within two working days of receipt.
We endeavour to respond fully and conclusively to all complaints within 20 working days.
Whenever possible we will deal with your feedback more quickly, if we think it will take longer we will let you know.
If an in-depth investigation is required we aim to provide a response within 20 working days.
Any feedback about St Richard’s care can be provided directly to the Care Quality Commission.